Job Description: VP, Client Partner

Company Overview

A leading strategic growth partner to healthcare providers across the U.S. Working alongside each client as one team, we improve revenue cycle performance by orchestrating data, AI, automation, and human expertise across every workflow.

Our proven model complements customers’ existing teams, technology, and processes, deploying the right capabilities to improve efficiency, strengthen financial performance, and enhance the patient financial experience.

Supported by a global team of more than 16,000 clinical and revenue cycle experts across onshore, nearshore, and offshore locations, we help customers achieve measurable results across diverse care settings and specialties.

Role Description

Own the overall performance and success of a portfolio of large, strategic client engagements representing $25M-$50M+ in annual contract value, serving as the executive leader accountable for client outcomes, revenue growth, profitability, and long-term partnership success.

Partner closely with senior client executives and cross-functional leaders across Operations, Technology, Finance, Commercial, and Service Lines to drive operational performance, identify growth opportunities, resolve complex challenges, and ensure achievement of strategic, financial, and transformational objectives.

Act as a trusted advisor to executive stakeholders, leading governance, business reviews, and strategic planning discussions that strengthen client relationships and create measurable value.

Role Overview

Revenue Portfolio

• Manage a portfolio of strategic client relationships representing approximately $25M-$50M+ in annual contract value.

Client Portfolio

• Lead 1-3 strategic enterprise healthcare clients.

Primary Responsibilities

Executive Client Leadership

• Serve as the executive sponsor and primary point of accountability for assigned client partnerships.
• Build and maintain trusted relationships with C-suite, revenue cycle, financial, and operational leaders.
• Lead executive governance, strategic planning sessions, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
• Translate operational and financial performance into executive-level insights and actionable recommendations.

Financial, Operational & Client Performance Accountability

• Own overall client performance, including service delivery, contractual commitments, SLA attainment, client satisfaction, retention, revenue growth, and margin performance.
• Partner with Operations and Service Line leaders to monitor performance, identify improvement opportunities, and implement corrective actions.
• Lead performance governance to ensure achievement of strategic and financial objectives.
• Drive continuous improvement initiatives that deliver measurable client outcomes.

Strategic Growth & Commercial Leadership

• Develop and execute strategic account plans aligned with client priorities and business objectives.
• Provide strategic and consultative guidance on RCM processes, operational challenges, and opportunities to improve client outcomes.
• Lead renewals, pricing strategies, contract discussions, and expansion opportunities.
• Identify and pursue upsell, cross-sell, and net-new business opportunities.
• Partner with Sales, Technology, Finance, and Operations teams to develop solutions that create additional client value.

Risk Management & Issue Resolution

• Proactively identify and mitigate risks related to service delivery, revenue, client satisfaction, and operational performance.
• Lead resolution of critical client issues and escalation events.
• Develop and execute recovery plans when performance or partnership objectives are at risk.
• Ensure governance structures support timely issue identification and resolution.

People Leadership

• Lead and mentor PMOs, analysts, and client-facing support teams.
• Foster a culture of accountability, client focus, operational excellence, and continuous improvement.
• Develop talent pipelines and succession plans.
• Provide strategic direction to customer success and technology resources supporting client engagements.

Cross-Functional Leadership & Transformation

• Partner across Operations, Technology, Finance, Legal, Pricing, and Commercial teams to ensure successful delivery, transitions, growth initiatives, and transformation programs.
• Champion innovation and technology-enabled solutions that improve operational efficiency and client outcomes.
• Support enterprise-wide strategic initiatives.

Skills

• Proven executive leadership experience managing complex healthcare, health system, or national client relationships.
• Deep expertise in healthcare Revenue Cycle Management (RCM), operational performance improvement, and client strategy.
• Demonstrated success leading large, multi-functional teams and strategic client portfolios.
• Strong financial acumen with experience managing revenue growth, profitability, contract negotiations, and commercial strategy.
• Exceptional executive communication, influencing, and stakeholder management skills.
• Ability to navigate complex matrix organizations and drive alignment across diverse stakeholder groups.
• Experience leading transformational initiatives involving technology, analytics, automation, and process improvement.
• Working knowledge of healthcare operations and service delivery environments, including SLAs, KPIs, and performance governance.

Candidate Profile

• 20+ years of overall professional experience, with significant experience in the U.S. healthcare RCM and/or healthcare services industry, including 15+ years of relevant U.S. healthcare/RCM experience managing complex healthcare client engagements.
• 10+ years of experience in client-facing or commercial roles such as Strategic Account Management, Client Partnership, Customer Success, Client Services, Business Development, Sales, or Account Management.
• 5+ years in senior leadership roles with responsibility for strategic, enterprise, or national healthcare accounts.
• Proven experience managing large, complex client relationships and enterprise-level healthcare accounts, with strong exposure to client retention, revenue growth, profitability, and commercial expansion.
• Proven ability to engage and influence C-suite and senior healthcare stakeholders.
• Experience navigating complex matrix organizations and leading cross-functional teams to drive alignment and business outcomes.
• Strong understanding of healthcare RCM operations, service delivery, SLAs/KPIs, performance improvement, and technology-enabled transformation.
• Bachelor’s degree in Healthcare Management, Business Administration, Finance, Operations, Engineering, or a related discipline.
• Master’s degree or MBA preferred, particularly in Business Administration, Healthcare Management, Finance, or a related field.

Preferred Qualifications

• 18-20+ years of revenue cycle experience, with both provider-side and vendor or BPO-side experience.
• Senior Director or VP-level Revenue Cycle or Patient Financial Services experience within an integrated delivery network or academic medical center.
• Experience supporting operations representing $3B+ in annual net patient revenue with a complex payer mix.
• Experience leading 300-500+ FTEs across multiple sites.
• Experience across all three areas of the revenue cycle: front end (access, eligibility, authorization), middle (coding, CDI, charge capture), and back end (billing, follow-up, denials, cash posting).
• Experience building or turning around an offshore delivery center.
• Deep Epic experience, including work queue design and familiarity with Clarity or Caboodle reporting.
• Experience with payer joint operating committees, contract variance analysis, and payer policy trending.
• HFMA certification such as CRCR, CRCE, or CHFP, or a Lean Six Sigma certification.
• MBA, MHA, or equivalent advanced degree.